Looking for a job

Esther Njuguna

@esthernjuguna1

E-commerce customer support specialist at Royal Online Business Solutions who handled 2,000+ PayPal dispute cases individually.

Kenya

Message

At Royal Online Business Solutions, I resolved e-commerce customer issues involving orders, returns, refunds, replacements, and payments. I investigated customer and order records to determine accurate resolutions and handled more than 2,000 PayPal dispute cases individually as part of a four-person team.

I maintained an 80%+ win rate on PayPal disputes I handled and used AI-assisted workflows to draft customer responses, reviewing each message before sending. I also documented cases in CRM systems and coordinated with cross-functional teams on order, fulfillment, and shipping issues.

At Absa Bank of Kenya – Corporate & Investment Banking, I supported customers with account, payment, and e-banking inquiries. I created a customer-facing e-banking login guide that reduced recurring login-related support calls by over 50%.

Experience

Work history, roles, and key accomplishments

Virtual Assistant – Customer Support

Royal Online Business Solutions

Nov 2024 - Mar 2026 (1 year 4 months)

Resolved high-volume customer inquiries via email, chat, and digital support channels for e-commerce customers, covering order status, shipping, returns, refunds, replacements, cancellations, and payment-related issues. Investigated order and account issues using order records, customer history, tracking data, and prior communications to determine accurate, timely resolutions.

ECommerce Customer Support Email Support Live Chat Order Management Returns Refunds Replacements Cancellations Payment Disputes CRM documentation AI Assisted Response Drafting Escalation Management Cross functional Coordination Remote Work Time Management

AI Assistant

CloudFactory Kenya

Aug 2021 - Oct 2024 (3 years 2 months)

Completed high-volume digital tasks requiring accuracy, consistency, and strong attention to detail. Reviewed large volumes of information to identify errors, inconsistencies, and issues affecting workflow quality.

data review Quality Checks SOP Adherence Remote Collaboration Attention To Detail Time Management

Customer Support Assistant

Absa Bank of Kenya

Apr 2010 - Mar 2016 (5 years 11 months)

Responded to customer inquiries through phone and email, providing accurate information and timely issue resolution. Created a customer-facing e-banking login guide that reduced recurring login-related support calls by over 50%.

Customer Support Phone Support Email Support Issue investigation Complaint Handling Cross functional Coordination Documentation E Banking Support